Compass Education

Schools Engagement Manager (Australia)

- Act as a trusted advisor, managing the ongoing success of over 900 Victorian Schools, focusing on driving relationships, adoption and retention.

- Collaborating closely with sales through to product and engineering teams to gather ongoing customer requirements through regular technical discussions.

- Driving value of the product with the customer after onboarding 

- Run regular reviews and product roadmap meetings with customers together with internal teams

- Identify common customer challenges and actively suggest better solutions 

- Running regular campaigns to increase Customer Satisfaction and Company NPS

- Manage a portfolio of existing Key account customers, ensuring that each customer gains maximum use and value from Compass

- Manage and train Success Consultants to increase School satisfaction

- Responsible for managing the entire customer journey - from sales handover through to onboarding and ongoing relationship management.

- Manage customer escalations to resolution, leveraging cross-functional teams within the business. 

- Identify upsell and cross-sell opportunities within portfolio of Schools and work with Account 
- Management team to increase module uptake

- Provide helpful insights to schoools to ensure that the Compass platform is helping them in their day-to-day School processes

Customer Success Manager (VIC)

- Maintain & manage regular contact with Major Clients and Project Managers to ensure client satisfaction, effective communication and productivity between the client and the company.

- Perform with technical Lead to convey client needs, establish priorities and manage internal communications to Delivery Lead

- Developed a great understanding of customer needs and consistently create plans to address them - forming genuine connections.

- Ensure clients understand and easily navigate the Compass Platform

- Demonstrate excellent written and verbal communication skills daily

- Remain calm & highly organised and manage conflicting priorities at once

- Identify key staff internally and externally to nurture beneficial business relationships for multiple parties

- Resolve and escalate customer complaints quickly and effectively, maintaining confidence in the business and team

- Forward upselling & cross-selling opportunities to our Sales & Marketing team

- Lead advocate of the Compass brand, providing high-quality service to all stakeholders

- Preserve & nurture relationships with all stakeholders within the business - to ensure a smooth, communicative team with clear processes.

- Approach potential customers to establish & foster positive relationships, spending time networking & building confidence

- Spend time gaining solid knowledge of competitors

- Actively diffuse escalated issues between technical support team, clients & product teams

- First point of contact for Major Clients; assisting where required, on-site or virtually

- Frequent interstate travel for extended periods to train in the product, facilitate meetings and build strong rapport.

- Support team staff adequately to accomplish service needs of client

- Assist the Director, Technical Delivery Lead & Project Manager in facilitating successful client meetings, escalating client concerns and providing effective communication to all major clients, delivering exceptional customer experience

Senior Relationship Associate

Training, coaching and mentoring Project Managers & SME's for schools within The Catholic Education Network in Australia

Strong interpersonal & communication skills
 - Ability to negotiate & influence clientele 
 - Excellent Problem Solving and organisational skills
 - Daily requirement to analyse issues, problems & implications
 - Work autonomously and take ownership of issues & projects
 - Work effectively as part of a team to achieve common goals
 - Strong ability to build constructive relationships and gain the trust of stakeholders

Creating effective PowerPoint/Google Presentations for Training sessions & Training new & existing internal staff

Run end to end Training sessions across Australia over multiple days, for best practice & use of individual modules within the Compass software

Project Development / Priority Projects:

Support of CEnet Strategies for Rollout and implementation of Compass Software Applications
 - Managing Administrator & service accounts
 - Develop & maintain documentation
 - Daily monitoring & maintenance activities
 - Ensuring requests and logs are adhered to within strict Service Level Agreements
 - Investigation of incidents/problems & determine appropriate action with all parties kept up to date & informed
 - Provide advice & Training to end users of the Compass Platform
 - Develop templates, documentation & resource materials and ensuring it is current & valid
 - Maintain & developed a strong customer service focus with member personnel
 - Acting as an escalation point for SLA compliance issues related to the service
 - Forecasting & predicting member needs and identifying areas for improvement

Conduct meetings daily with clients via Travel & Video Conference

Networking / Relationship Management for internal & external stakeholders

Implementation & External Communication of changes to System Operations.
Competence in JIRA, Sublime, Google Drive, Microsoft Office Suite, Apple and various other internal operating systems.

Subject Matter Expert / Trainer

Silver Chef Limited / Gogetta Equipment Funding

Training, coaching and mentoring new & existing staff

Strong interpersonal & communication skills

Organising meetings between departments & regions

Conducting Interviews, recruiting of new staff

Training & Managing a team of new recruited staff and releasing into their relevant departments, providing guidance, leadership and support.

Networking with internal and external parties,  building relationships to achieve beneficial outcomes &   training internal staff to be able to successfully network

Organising & planning staff events, awards nights and functions

Subject Matter Expertise in all areas for Customer Service & Business Requirements

Project development

Reporting

Creating effective PowerPoint Presentations for Training sessions

Implementation of changes to policies & procedures in various office locations

Active member of the Workplace Health & Safety Committee (WHS)

Salesforce, Insystons Operations and various other internal operating systems knowledge

Subject Matter Expert

•	Providing outstanding customer service to external and internal customers and taking ownership of potential problems and mitigating damage.

•	Nurturing existing client relationships and building on current client base - successfully upselling the product, assisting customers to expand their business for increased revenue and success.

•	Dealer / Client Visits to ensure satisfaction & discuss potential opportunities for expansion.

•	Building on existing relationships by providing a high level of communication between customers, dealers and varied stakeholders.

•	Proactively managing customer relationships from enquiries and applications through to settlement.

•	Effectively managing large pipeline of work through solid organizational and problem solving skills. Successfully contributed to surpassing financial targets for the past four months.

•	Consistently take initiative to complete tasks and show initiative with minimal guidance and supervision

•	Outgoing and approachable personality with a flexible and adaptable approach to work duties.
•	Training of new staff and documentation of procedures
•	General Administration duties & Team Administration Support
•	Investigating Complaints / Dispute Resolution

Inside Sales

Robert Half

•	Front of House duties, Meeting/greeting clients- including customer relations, and walk-in clients.

•	Cold / Warm calling potential clients to assist with the expansion of the portfolio, & client base.

•	Courier deliveries, answering incoming calls, transferring calls or taking messages, booking flights & trains, scheduling & attending meetings, taking minutes etc.
•	Data Entry
•	Organizing  Consultant’s Diaries & Schedules each day 
•	Managing all Incoming & Outgoing mail 
•	Excellent Customer Service/Administration.
•	Meeting & greeting VIP clients & associates, and candidates
•	Completing Reference checks on potential employees
•	Running ‘In House’ Recruitment Days for VIP Clients to conduct interviews

Sales Support / Team Contract Administrator

DIY Superannuation Services / Sherwin Financial Planners (SMSF)

•	Front of House duties, Meeting/greeting VIP clients & associates - Including walk-in clients, collecting dry cleaning
•	Courier deliveries, answering all incoming calls for the Director
•	Scheduling & attending meetings, taking minutes
•	Travel Bookings
•	Data Entry / Handling Superannuation Fund accounts from start to finish
•	Supporting the Superannuation Team & Financial Planners 
•	Organizing The CEO/Director's Diary & Schedule each day 
•	Managing the Diaries of four Financial Planners & one Accountant
•	All Incoming & Outgoing mail 
•	Typing of professional correspondence and document collation
•	Liaising with Lawyers & Solicitors, with regards to business operations
•	Training of new staff and documentation of procedures
•	Completed Diploma of Management part-time

Executive Assistant / Office Manager

Industry Super Australia

•	Manage a portfolio of Superannuation Claimants
•	Handling Superannuation Claims from start to finish
•	Total and Permanent Disability Claims/ Death Claims
•	Customer Service/Administration
•	Meeting/greeting clients
•	Empathizing with Claimants 
•	Training of new staff and documentation of procedures
•	Achieve first class standards of quality and presentation
•	Solving customer Account enquiries

Claims Manager

Compass is Australia’s most comprehensive school management platform, enabling your school to drive increased parent engagement, spend less time on administration, and more time delivering great learning experiences.

Partner with us, and we'll make sure you get much-needed relief for your staff and time back in your day by using our one-stop-shop School Management platform. If you're ready for change - we're ready for you!

I have a wide range of experience in Technology, Project Management, Software, Change Management & Customer Service, Finance, Superannuation, Insurance & Fund Management. Now, with 6 years at Compass behind me - you're in very good hands!

I am a capable, reliable, and skilled Senior Relationship Manager, Customer Success Manager, Business Development Manager & Qualified EA.

My passion? Networking, making genuine connections, organising events, and helping educators succeed.

Interested? Hit the follow and message button and I'll be in touch.

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